Framework

Service ID

Contact

Service scope

Service scope

Software add-on or extension

Yes, but can also be used as a standalone service

What software services is the service an extension to

Services are available to extend the functionality of existing services (so an existing user of Liquidlogic LCS might wish to implement and integrate the EYES Education Management solution, for example).

Cloud deployment model

Private cloud

Service constraints

For all web based Liquidlogic applications, the client uses currently supported versions of Chrome or Microsoft IE . We would recommend the system requirements as specified below.

User support

User support

Email or online ticketing support

Email or online ticketing

Support response times

Standard Service Desk support hours are 0900 - 1730 hours Monday to Friday, excluding Bank Holidays. We operate to a range of Service Levels for responding to faults/incidents, which differ depending on the component/module of the solution in question.

User can manage status and priority of support tickets

Yes

Online ticketing support accessibility

None or don’t know

Phone support

Yes

Phone support availability

9 to 5 (UK time), Monday to Friday

Web chat support

No

Onsite support

Yes, at extra cost

Support levels

Liquidlogic provides support via the Liquidlogic helpdesk (including the JIRA™ online call logging system). We have a priority based service, the details of which depend on the component/module in question, to ensure that the response and resolution is aligned with the severity of the problem. We offer a standard support service (with tailored SLAs depending on the component/module) for each product. This way we know that all customers receive a standardised support service. We provide an account manager (and in some cases a service delivery manager and/or a clinical specialist) who has access to technical, cloud, or other support resource as required.On-site support is not usually needed, but may be chargeable if required.

Support available to third parties

No

Onboarding and offboarding

Onboarding and offboarding

Getting started

Liquidlogic will work closely with the customer’s service teams and/ or third party suppliers to implement the solution. Full project plans and PID documentation is provided. We provide on-site training (train the trainer) use documentation relevant to the solution being implemented including eLearning packages. We deploy a team of implementation specialists which will include the following roles:- Program/Project Manager/s- Product specialists- Data migration specialists- Integration specialists- Reporting/BI specialists- Training specialists- Change management specialists.

Service documentation

Yes

Documentation formats

PDF

End-of-contract data extraction

Data extracts can be written by the customer or by Liquidlogic (at additional cost).

End-of-contract process

Liquidlogic works with the customer to produce a high level Exit Strategy document and Exit Plan which details the methodology for data / service transition from the system. This will be actioned at the end of the contract. These documents would be expected to include:• The management structure to be employed at contract end. • Detailed description of both the data and service Transfer/Termination processes• Scope of the Services to be provided at contract end• Any Charges payable for the provision of Termination ServiceLiquidlogic's standard approach towards the extraction of data at the end of the contract is to ensure that the customer has the tools and access to the data such that the customer has the capability of extracting its own data without automatic recourse to Liquidlogic. We will provide support to the customer in performing any such extraction activities, and if required we will be happy to provide services to more actively assist the customer in undertaking these tasks. This would be at additional cost and a quote for this would be provided by Liquidlogic.

Using the service

Using the service

Web browser interface

Yes

Supported browsers

Internet Explorer 11

Chrome

Application to install

No

Designed for use on mobile devices

Yes

Differences between the mobile and desktop service

The whole solution can be accessed online via mobile devices. Offline apps are available which provide a specific set of features to support offline practitioners.

Accessibility standards

WCAG 2.0 A

Accessibility testing

End users have provided feedback regarding their usage of the system with their preferred accessibility software. This feedback has been used to further enhance the solution.

API

Yes

What users can and can't do using the API

Liquidlogic provides a suite of APIs to carry out the most common functions required for integration with third party systems. Each API is backed by a detailed specification.

Scaling

Scaling

Independence of resources

Services are based on flexible and scalable server designs layered onto virtualization technologies. Allows horizontal scaling and vertical scaling to be implemented as required. All services are built from multiple servers so appropriate levels of scaling can be applied to specific areas to ensure application performance is maintained. The majority services delivered are from logically separate servers per customer ensuring no impact between competing needs of different customers. Where applications are multi tenanted, multiple design features prevent the impact of one user population upon another and we monitor all services proactively to anticipate and prevent problems before they occur.

Analytics

Analytics

Service usage metrics

Yes

Metrics types

The service metrics used will depend upon the component/module purchased. Typically however they will include:-- System / service availability (uptime)- System / service incident response & resolution times- System / service performance - RPO / RTO timings for disaster recovery

Reporting types

Real-time dashboards

Regular reports

Resellers

Resellers

Supplier type

Not a reseller

Staff security

Staff security

Staff security clearance

Other security clearance

Government security clearance

Up to Security Clearance (SC)

Asset protection

Asset protection

Knowledge of data storage and processing locations

Yes

Data storage and processing locations

United Kingdom

User control over data storage and processing locations

No

Datacentre security standards

Managed by a third party

Penetration testing frequency

At least every 6 months

Penetration testing approach

‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider

Data importing and exporting

Data importing and exporting

Data export approach

We will prepare the data for take-off, and if required, as an Additional Service, export data from the System to external data files. We will provide support to the customer in performing any such extraction activities, and if required we will be happy to provide services to more actively assist with undertaking these tasks. This would be at additional cost and a quote based on scope of service for this would be provided by Liquidlogic.

Data export formats

CSV

Other

Other data export formats

XML

Data import formats

CSV

Other

Other data import formats

XML

Data-in-transit protection

Data-in-transit protection

Data protection between buyer and supplier networks

TLS (version 1.2 or above)

Data protection within supplier network

TLS (version 1.2 or above)

Availability and resilience

Availability and resilience

Guaranteed availability

99.50%

Please see the Terms and Conditions document for the Service Level Availability criteria and Service Credit information should the guaranteed availability levels not be met.

Approach to resilience

Available on request.

Outage reporting

All outages are recorded as part of the incident management process and should a problem be detected then the service desk will inform the customer as required.

Identity and authentication

Identity and authentication

User authentication needed

Yes

User authentication

2-factor authentication

Username or password

Access restrictions in management interfaces and support channels

Access restrictions are controlled by the customer via RBAC/AD facilities. All roles have granular permissions management to enable precise control over permissions. Two-factor authentication as an option.

Liquidlogic adopts a proactive approach to Quality and Security Management consistent with the broad principles of ISO/IEC27001 series, ISO9001 ITIL and industry leading practices. Liquidlogic proactively identifies the industry and customer related legal and/or regulatory security requirements and incorporates these into the Integrated Management System Information Security Management System. Compliance is monitored by external and internal audits, security monitoring and process reviews. All personnel, whether employees, contractors, consultants or visitors, are required to comply with the Quality and Security guidelines, procedures and mechanisms and to confirm compliance annually to ensure that the Security guidelines, procedures and mechanisms are observed in the performance of the company's activitiesLiquidlogic has a Information Governance and Compliance Manager who reports to the company at Board level.

Operational security

Configuration and Change Management processes are managed in line with ISO27001, using the JIRA IT Service Management tool. The configuration and Change Management area of JIRA is visible to our customers, allowing them to see raised Requests For Change (RFCs) and track their progress. As part of the approvals process, a Risk Assessment is performed to reduce the likelihood of a potential security impact.

Vulnerability management type

Supplier-defined controls

Vulnerability management approach

We subscribe to multiple vendor , supplier and government ( NHS Digital CareCERT) security advisory emails and all advisories are assessed for risk and applicability to our technology and services and remedial action as required is scheduled accordingly based on this assessment. Routine patches are typically applied quarterly with any deemed higher risk applied out of normal cycles as required based on the risk assessment.

Protective monitoring type

Supplier-defined controls

Protective monitoring approach

We proactively monitor server and firewall activities for any unusual or unexpected activities that may indicate a potential attempt to breach the service. Should any such attempt be identified then appropriate remedial action will be taken in line with the assessment of the risk , typically this will include blocking source IP addresses as well as reporting to UK authorities.

Incident management type

Supplier-defined controls

Incident management approach

Users report incidents using the ITIL3 aligned ITSM, JIRA. The Service Desk has full online capabilities for raising, recording and monitoring issues including real time SLA management. We have pre-defined processes in cases such as System Down situations which trigger internal business alerts to ensure the correct teams are on hand from the start. Users can view the progress of any issue online with real time updates and create filters and dashboards of information recorded in the system and export data when required. Reports can also be provided to the customer on a monthly basis.